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Job Description

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Make the Right Move and join a winning team! Build your career with us. HSBC - North America is part of HSBC Group, one of the largest banking and financial services organizations in the world. Our domestic strength and extensive global network provides our employees with the best of both worlds - the friendliness of a local organization and the resources of a worldwide network - for diverse experiences and challenging career opportunities. Mortgage System Support Specialist works actively as members of the HSBC Mortgage Support Team, primary function is providing technical and application assistance to HSBC’s internal mortgage broker customers. Along with the primary function is to troubleshoot and resolve issues, following the proper escalation protocols for all of HSBC Mortgage Corp’s systems engaging other related HSBC technology departments and/or vendor’s .The ideal candidate will exhibit a can-do attitude with a passion for delivering high quality and customer service. The job responsibilities include but not limited to; answering support calls, providing training, guidance, technical and application support for in-house developed and/or vendor-supported systems relating to the mortgage business. Some examples of these are: Loan Quest, Image Quick , Imaging and Workflow (IAW), Witness.  Provide basic business system and mortgage process support through telephone and e-mail to a wide range of business community members. Order, monitor and maintain system access requests and security requests from members of the business communities. Maintain system tables to ensure date integrity, including but not limited to employees, underwriters and menus. Maintain issue database to provide adequate documentation of issues. Educate the business community, while performing customer service duties on various basic system functionalities. Resolve problems which require basic research. Follow proper escalation procedures for resolution. Communicate issues to affected business areas accurately and within required timeframe. Assist testing resolution of production issues in a timely and efficient manner. Should participate on business projects with vendor and other related HSBC departments. Monitor reports and make system changes to assist the business community. Prepare and conduct acceptance testing of new or modified applications/systems, according to a consistent test methodology. All other duties as required by the business.

Job Requirements

• Minimum of associate’s degree in business, management information systems (MIS), related field or equivalent experience
• Experience within mortgage business, as well as previous/current knowledge of Loan Quest , IAW and Image Quick or similar systems is highly desired
• Minimum of one year experience in IT or an equivalent combination of education and work experience
• Minimum of two years proven bank, mortgage business, mortgage systems-related experience or equivalent
• Experience with internet/intranet applications
• High proficiency with basic personal computers, including Microsoft Suite applications
• Background in troubleshooting computer/network issues
• Exceptional written and verbal communication, organizational, analytical, administrative problem-solving and interpersonal skills
• Ability to meet project deadlines and objectives within a team as well as independently
• Excellent organizational skills with the ability to effectively multitask
• Ability to work well and effectively with all system users and technical staff including those with diverse personalities
• Candidates should have a comprehensive technical aptitude for basic computer hardware, networking, and internet/intranet applications